Category Archives: customer retention

Do you have a business where folks might write reviews (either on Facebook, Yelp, your website, etc.?) Here are some best practices… 1. Respond to every review (good or bad) 2. If the review is negative, thank the person for sharing their experience, and assure them that you will address…

Lately, it seems that a lot of my work with my clients has been focused on helping them understand the importance of managing their clients’ expectations. And, what I’ve learned through this process is that a lot of the failure to manage expectations comes from their failure to educate the…

This time of year, a lot of what we do (from decorating, to baking, to greeting cards) is driven by tradition. I have a number of ornaments on our Christmas tree that were on my grandparents’ tree… and someday, they will be passed on to my nieces and nephew. I…